Unhappy with our service?

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.

What do to if we cannot resolve your complaint

The Legal Ombudsman (an independent complaints body which investigates complaints from consumers about their legal service providers in England and Wales) can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.  The Legal Ombudsman is introducing updated Scheme Rules, effective from 1st April 2023.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

A key change relates to the timescale to refer complaints to the Legal Ombudsman – this is reducing to within 1 year from the date of the act or omission about which you are concerned or within 1 year from when you should reasonably have known there was cause for complaint.

The requirement to refer complaints to the Legal Ombudsman within 6 months of receiving a final response from the firm about a complaint will remain the same under the new Rules.

The Legal Ombudsman will have discretion to extend the timescale beyond 1 year where it considers it would be fair and reasonable to do so, however this will not be a given and will be considered on a case-by-case basis.

For more information, please refer to our internal Complaints Procedure. To view the Rules in full, please see the Scheme Rules on the Legal Ombudsman’s website.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9am to 5pm.

Email: enquiries@legalombudsman.org.uk

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

With effect of 22 January 2024 the correspondence address will be:

Legal Ombudsman, P O Box 6167, Slough SL1 0EH

What to do if you are unhappy with our behaviour

You also have the right to make a report to the Solicitors Regulation Authority (SRA).

The Solicitors Regulation Authority can help if you are concerned about our behaviour.  This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

To make a report see https://www.sra.org.uk/consumers/problems/report-solicitor or contact the SRA at:

Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN
Tel:  0370 606 2555